Unable to See On-Hold Posts/Reasons

[Michael Sharp]

I've found that my engineers are able to mark on hold visibility as "owner" which stops me as a manager and system admin reading the reason in the timeline (not visible).  Please can this be adjusted?

Thanks,

Mike.

[HGrigsby]

Was there ever an answer to this - I have a similar problem where the on-hold updates are being saved as Owner only comments.

The problem is I can't see how all the visibility settings are set to team and I can't change any updates to owner visibility.

thanks Helen 

[Deen]

@HGrigsby Under the Service Manager Settings you might want to check what the following is set to:

guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.hold

If it is set to Owner you will see this issue.  Unfortunately even if this is set correctly I don't believe it is possible to prevent the analyst from changing this to 'Owner' so that only they can see the update.

[HGrigsby]

Hi @Deen  As mentioned above the settings for visibility are all set to team, including the hold one, that is why I am not sure how they managed to set the visibility to owner.   

thanks 

Helen

[Steve Giller]

@HGrigsby The setting is the default visibility - it does not enforce that visibility, the User is still able change it from that to Owner if required.

 

[HGrigsby]

Thanks @Steve Giller I only seem to have the option of Team or Customer on all the updates or actions - can't see Owner - neither can analysts I have looked at.

Can see in ui.app.com.hornbill.servicemanager.operation.popup.values  I have "customer, team, owner" listed as values though.

Helen 

[Adrian Simpkins]

Hi All

Not sure if this is related but we have just noticed we are no longer able to select Customer or Team when placing a request on hold - if we hover over the change Customer / Team visibility it is just showing a red circle with a line through it. This was working aok yesterday for sure - image below shows where we are seeing the red circle:

 

Many thanks

 

[Deen]

@HGrigsby @Adrian Simpkins would also be worth checking the Hold sub status properties, particularly the Timeline Visibility to see what that is set to.  It should not be blank like the below example.

 

[Adrian Simpkins]

Hi Deen, 

Thanks for the above - none of our settings have changed as per the below screen shot, it is purely the function to change the view from Customer to Team that has stopped working when the on hold window appears. Below shows on general on-hold setup confirming default is Customer, however we were able to change this in the popup but now it no longer works - tried this in IE and Edge, both the same issue.

We can chase the visibility of this once it is set within the Timeline, just not sure why cant change in the pop up on hold window anymore.

Many thanks

[Martyn Houghton]

@Deen

@Steven Boardman has replied on the other topic this morning that this is fixed in the next Service Manager release.

Cheers

Martyn

 

[Michael Sharp]

I've set the following:

guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.hold

Setting is Team 

ui.app.com.hornbill.servicemanager.operation.popup.values

I have un-ticked Owner from here